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Title:  IT Service Desk

Requisition ID:  58136
City:  Paris
Country/Region:  FR
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

The role

To provide our customers with quality service, focusing on consistent and efficient support through: Communication, Continuous improvement of processes and tools & Customer engagement

This is a Full Onsite position in Paris subburb.

͏What you will do

The Service desk will support the below mentioned activities:

Applications supported L1 or in catch and dispatch,

On boarding / Off boarding of user from customer systems,

MS exchange / 0365 L1 issues,

EUS L1 troubleshooting, Software installations, logging Service Requests and Incidents on user request, providing updates on chase calls,

Identifying and categorising P1/P2 tickets

Participating in application on boarding process,

User access management activities on applications in scope can be performed by L1 support:

      • Provide support using following contact mediums – Phone, Email.
      • Chat and Self-Service go live post approval from customer.
      • Enable telephony system for users to be able to call Service Desk.
      • Handle Incidents: Resolve all L1 incidents or triage (catch and dispatch) L2 or other cases to right resolver group.
      • Service Request management
      • Provide first call resolution on resolvable cases.
      • Customer satisfaction management.
      • Identify top call category to propose actions such as training, improvement or automation.
      • Manage SLA& KPI.
      • The technical environment is ServiceNow– ITSM and LogMeIn support tool (Remote desktop management tool …).
      • Standard operating procedure documentation and maintenance (with respect to service management team recommendations).

Who are we looking for

  • Bachelor’s degree from Computer Science, Information Systems, or related field, required.
  • Minimum 3 years of IT industry experience with a concentration on IT service desk management including incident and requests
  • French speaking AND English speaking are BOTH MANDATORY
  • Strong verbal and written communication skills
  • Full Onsite role
Mandatory Skills: Service Desk Management .

 

Experience: 1-3 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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